Leaders In Health Care Education

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info@envisioninc.net

When it comes to healthcare, patients expect quality, meaning the care they receive will be excellent, and procedures will be successful. But now more than ever, customers are also expecting, even demanding, a good service experience in line with other industries such as shopping, banking or hospitality. This 2 part series is the ultimate training tool for all staff on how to provide excellent customer service as well as how to effectively manage upset or angry customers!

The introduction of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has put a spotlight on Customer Service. These surveys collect and report patient experiences with all staff, not just healthcare providers. Boost HCAHPS survey scores at your facility by training all staff on the 10 Principles for creating loyal customers!




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Learning Objective

To provide all staff with the knowledge they need to provide excellent customer service


Sometimes, despite our best efforts, a customer may become upset or even angry. When this occurs, he or she will expect a lot of effort to make things better. This program explores how to respond appropriately to an upset or angry customer in order to meet, and then exceed their expectations.




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Login or create an account to watch a full length preview.
Learning Objective

Provide essential training to all staff on how to manage upset or angry customers and perform effective service recovery


Select your programs.
Customer Service: 10 Principles for Building Customer Loyalty & Improving HCAHPS Survey Scores
Customer Service: Managing Angry Customers & Performing Effective Service Recovery